Nuance to provide voice biometrics for largest bank in Ireland

Ireland’s largest bank is deploying Nuance Communications’ voice biometrics to its Contact Center to make customer service access more seamless and secure. Allied Irish Banks (AIB) will use Nuance Security Suite to authenticate customers by having them say “My voice is my password” to match with the unique enrolled voiceprint associated with the account, according to the announcement.

“We continually look for ways to improve the overall experience for our customers and often security is a key friction point. We have seen how much our customers love the convenience of biometrics when using our Mobile App, so we were keen to leverage the latest voice biometric technologies in our Call Center,” says Sean Jevens, Head of Digital Channel Development at AIB. “We are proud to be leading the region, implementing this innovative voice biometric technology for our contact center customers. AIB’s new Voice ID service offers more convenient authentication, as with a reduced need for customers to answer security questions on every call. This means not only a better, more secure experience for customers, but also enables our customer service team to focus on helping customers with their real banking needs.”

AIB is the first Irish bank to deploy Nuance’s biometric security technology, joining a long list of financial institutions and other organizations around the world. The Queensland Treasury’s Office of State Revenue recently deployed Nuance’s conversational AI technology to its websites to provide 24/7 information about agency services.

“At Nuance we are focused on providing flexible, high-impact, enterprise AI solutions that allow our customers to modernize customer experience and we are proud to support AIB with making their service more intuitive, powerful, and profound,” says Brett Beranek, Head of Security & Biometrics at Nuance Communications. “By deploying voice biometrics, AIB will innovate the service experience and fight fraud, while at the same time driving down contact center cost,” he adds.

Nuance signed an agreement to sell its document imaging division last month, and will focus on its conversational AI and cloud-based portfolio in the future.